With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike. 

A Guest Relations Manager supports all property operations, ensuring that the highest level of hospitality and service are provided. To assist in all ways to provide the highest degree of guest satisfaction a Guest Relations Manager is concerned with the efficient and professional service of food and beverages, while ensuring guests receive optimum service in accordance with the standards, policies and procedures of the Conrad hotel and Hilton Group.

What will I be doing?  

As the Guest Relation Manager, you will be responsible for performing all the floor service supervisor duties to the highest standards:

Ensure streamline communication with the team and guests and achieve consistent results.

To anticipate, in advance, all materials and supplies and ensure their availability.

To promote teamwork and foster a harmonious working climate.

To follow through and constantly update the restaurant/bar guest databases to be efficient and consistent in relation to regulars, whiskey club members and VIPs.

To ensure all communication with American Whiskey Club Members with regards to enquiries, and monthly reservation updates.

Overview of Menu and EDMs creation for special events

Update and maintain guest profile history. This includes keeping track of Guest birthday, Anniversary to offer to make reservation, if the guest wishes to dine with us.

To ensure to keep up to date on Competition analysis by keeping track of happening in the city and calling competition on regular basis to update on promotion and pricing.

To take ownership of the Restaurant and Bar areas in all aspects, including taking guests’ orders and the service of Food & Beverage products.

To take full ownership of any reservation for groups, VIP and media.

To ensure proper procedures and maintenance in regard to guests’ correspondences, both in terms of inquiries and follow-up.

The ability to maintain and update computer files whenever needed, including standardized letters, latest menus, etc.

To discuss, in advance, any menu changes or daily specials with staff, ensuring knowledge of each

To handle and report any accident immediately, no matter how minor

To recognize and address potential intoxicated disruptive or undesired guests.

To effectively handle guest complaints and report to a manager of situation and resolution.

To respond properly in any hotel emergency of safety situation.

To coordinate and successfully perform the daily secondary duties.

To perform other tasks or projects as assigned by hotel management and staff.

To set up a proper procedure and maintenance with regards to par-stocks for all menus, beverage lists and wine lists.

To be fully aware of the reservation procedures and telephone techniques according to the Hilton standards.

To ensure that the telephone system is working properly at all times.

To respond properly in any hotel emergency of safety situation.

To perform other tasks or projects as assigned by the hotel management and staff.

To set up hostesses check lists (daily, weekly and monthly).

To create, compile and update Manhattan manual training.

To ensure stationary cost control.

To oversee and coordinate all arrivals and departures of special guests (VIPs, etc)

To manage communication between guests and staff.

To direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.

To appraise team’s performance.

To be able to build and keep good relationship to Bar Industry, Suppliers, Etc.

To ensure events enquiry and bookings are taken and deal with in a given timeline.

To maximize potential revenue for the bar by bringing in events, private booking and buy-outs.

To examine activities logbook, assign tasks appropriately and implement schedule daily.

To work closely hand-in-hand with the Floor Manager to ensure staff well fare is look into and to ensure that the bar operates at its highest maintaining and following key standards.

What are we looking for? 

A Guest Relation Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.

Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.

Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.

2-4 years managerial position in a 4 / 5-star category hotel.

Good English skills, both written and verbal to meet business needs.

Strong leadership and training skills.

Outgoing personality and willing to work for long hours.

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!